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Super Neat Review of MindTouch
Updated September 29, 2017

Super Neat Review of MindTouch

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

MindTouch Responsive

Overall Satisfaction with MindTouch

It is being used currently by all of standard technical support, and soon will be used heavily by Field Services and Professional Services as well. It addresses the obvious need to capture technical support knowledge so that it can be accessed and used by tech support agents and customers.
  • Out of box search is the best I've used.
  • Collaboration: Tells you when someone else is editing an article. Also lets you access easy-to-use draft history.
  • Overall, the interface and admin controls are fairly simple and not needlessly complex. Part of this is due to the fact that MindTouch doesn't have all the features of say, Oracle Knowledge.
  • The out of box analytics are a bit sparse.
  • Need a better KCS scorecard.
  • Need a better way to view user searches and user activity.
  • Right now we're just tracking deflection. Soon, we will start to trend average case age, NPS, C-SAT, and overall ROI.
1. If you have a complex article review process, I don't feel like the customized article review routing exists to do that. Luckily we follow KCS closely so we have a simple review process.

2. For companies that need their KMS to perform a federated search, MindTouch cannot to my knowledge do this, as it cannot index outside domains.

3. Admin controlled mass find-and-replace across all articles doesn't exist.

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